In today’s competitive market, achieving operational efficiency is crucial for reducing costs and enhancing customer satisfaction. At Aitomatik, we transformed the customer support experience for a European online platform by automating both telephone and digital interactions. The result? A significant reduction in personnel costs, as 80% of the interaction could be fully solved without human intervention now, also faster response times.

The Challenge

Before our intervention, the company’s customer support faced several obstacles:

• Limited Hours and Language Barriers:
  Human customer support operated only during standard business hours (Monday to Friday, 9 AM to 5 PM). With a diverse European clientele and customers speaking multiple languages, communication issues were common, making support less effective.
• High Operational Costs and Slow Response Times:
  The reliance on human agents not only drove up operational costs but also resulted in delayed responses, particularly during peak times.

Our Approach

We reimagined the support process with a comprehensive automation strategy that integrated advanced technologies, including a RAG (Retrieval Augmented Generation) knowledge base system combined with agent tools to consult customer related information, all with precise prompt engineering. This approach was applied across the board to both the telephone agent and chatbot, ensuring that the system could provide accurate and contextually rich responses.

1. Automated Telephone Agent with VAPI.ai:
   Our solution features a sophisticated multilingual telephone agent built on the VAPI.ai platform. Supporting four languages, it integrates directly with the company’s backend, allowing it to access real-time booking information by matching the customer’s phone number to their account or if calling from another phone asking for the booking ID. This not only streamlines personalized assistance but also overcomes previous language barriers faced by human agents. If query is too complex or user ask for a human agent the call is forwarded.
2. Intelligent Chatbot with RAG and tools:
   The chatbot deployed on the website leverages our custom-built RAG system with tools to connect to the backend. It utilizes session data to determine if a customer is logged in, delivering tailored responses across different contexts. In scenarios where the query is too complex, the bot seamlessly sends an email to escalate the matter to a human agent.
3. Interactive Multi-Step Web Form:
   The redesigned web form guides users through several steps, dynamically adapting options based on their input. This dynamic approach resolves many queries already in the form, reducing unnecessary human intervention unless absolutely necessary.

The Impact

The automation initiative delivered remarkable benefits:

• Cost Reduction:
  By automating routine tasks, the company significantly decreased the need for human customer support, directly lowering operational expenses.
• Enhanced Response Times:
  Automation and sophisticated AI-driven solutions dramatically reduced response times, ensuring that customer queries are addressed promptly and efficiently.
• 24/7 Availability:
  With the new system in place, customer support is now available around the clock. This continuous availability is a substantial upgrade from the previous limited schedules, offering unparalleled convenience for customers across Europe.
• Multilingual Support:
  The automated system effectively overcomes language barriers by providing support in multiple languages, a key enhancement for a company operating in a multilingual European market.

Client Testimonial

“Thanks to Aitomatik’s innovative automation, we have revolutionized our customer support. The introduction of VAPI.ai and our advanced chatbot with RAG has not only slashed our operating costs but also significantly improved our response times. Our customers now enjoy seamless support 24/7”

Conclusion

Through the strategic deployment of automation technologies—including VAPI.ai, a robust RAG system, tools to integrate with their backend and precise prompt engineering—Aitomatik has redefined customer support for a leading European platform. The solution not only drives down operational costs and enhances response times but also ensures that every customer, regardless of language or time of day, receives efficient and personalized assistance. This success story underscores the transformative power of automation in overcoming traditional support challenges and elevating the customer experience to new heights.